Rolletto Casino - La cuenta del jugador está cerrada y el saldo confiscado.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule you breached?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Stay safe.

Games, sports betting

No winnings without active bonus

For alleged fraud or multi-accounting, they do not specify which one, they say to look at the rules 9,10,12, which appear in their terms and conditions that say this.

Thank you very much for your reply. Is there any chance you have created multiple accounts at this casino? If not, could someone from your household or someone using the same IP address have also created an account here?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

It is the first time I create an account, the only account I have on my cell phone in that casino, I have already sent you the communication that I received in the mail.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Rafael1099,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rolletto Casino to join the conversation.

Dear Rolletto Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal,

Thank you for your follow-up. After carefully reviewing this case, we identified that the account was connected to other accounts through matching IP addresses and device information. In addition, we found that the same sports promotions were being used from multiple accounts, with clear similarities in betting patterns and playing style.

According to our Terms & Conditions (clauses 9, 10, and 12), creating or using multiple accounts is strictly prohibited. We fully understand that such decisions can be disappointing, but please note that our actions are always based on solid internal evidence and careful checks.

Protecting fairness and ensuring a safe gaming environment for all players is our top priority. We appreciate your kind understanding in this matter.

Best regards,

Rolletto Team

Dear Rolletto Team,

Thank you for your reply.

Kindly furnish me with the evidence that substantiates the violations of your terms and conditions, for which the player is being accused at michal.k@casino.guru, for an independent assessment.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for your email and the information and evidence provided, Rolletto Casino Team.

Dear Rafael1099,

I have received the evidence that supports the casino's decision. Regrettably, after collecting and examining all the relevant information and evidence, we must reject this complaint as Unjustified due to a violation of the casino's terms and conditions – specifically, the existence of multiple accounts linked through the same device and IP address associated with the related accounts. Every casino maintains a very strict policy regarding cases of multiple accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account, as previously communicated to you by the casino team.

I can assure you that we, as an independent party, have carefully reviewed all the information and evidence we could gather, and the casino team acted in accordance with their rules, to which you agreed when registering your account

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru